I have just returned from vacation. Spent a few days in Naples, Florida visiting my mother. She's 82, going on 39. If I have half the energy and positive attitude she has when I am in my 80s, I will be fortunate. She's a great example of how positive attitude and self care can make a huge difference in quality of life. But, that's not really what I want to talk about today ... well, maybe indirectly, since positive attitude should be part of customer service.
During my travels, I encountered every level of customer service imaginable, including none whatsoever. And I certainly experienced inconsistency and lack of knowledge between store and airline locations of the same brand/business. For instance, the airlines. Due to mechanical problems, my flight was cancelled. The airlines personnel at Gerald R. Ford Airport handled it efficiently although I wasn't thrilled about going back home with my suitcase, only to have to return at 4 a.m. in the morning. But they got me on the next flight through Detroit to Fort Myers ... and they made sure I had a voucher for coffee and cookies while I waited to hear whether the flight was just delayed or cancelled. When I left Florida, the airlines personnel at the checkout counter were more interested in discussing the big merger than helping me with my bag. They weren't unfriendly, but they sure didn't make me feel important! The pilot on the flight made up for it. I felt like he was someone I knew personally and that getting me back to Michigan safely without bumps or delays was his primary goal. I liked that he spoke to us a few times during the flight. It made me feel more comfortable.
While in Florida, I shopped. (Imagine that!) There's a women's store that's actually headquartered in Fort Myers. It has three Naples locations. I visited all three while I was there. Same store, nearly the same merchandise but a totally different feel to each store. The type of clothing and jewelry I bought at each store matched the level of warmth and service I received at each. The store I purchased over $200 of clothing at was the store where as soon as I had the jacket in my hands, a salesperson was there to tell me the jacket was new and there were matching pants that ran long so they'd probably fit me. Once I tried on the outfit, every salesperson in the store got involved. Oh, it looks great. They had me try on two different sizes of pants to make sure I had the perfect fit. They looked up the outfit in the catalog to find out which camisole was designed to go with the jacket. They searched the store for the matching necklace I wanted ... and when they realized they didn't have it, they called another store and found it for me. Even some of the customers tryinig on clothes remarked on the outfit. I felt good. I felt important. I bought the outfit ... and guess what? The salesperson who checked me out noticed I had a catalog coupon in my purse. She didn't ask for it -- she just automatically deducted the $25. Sure, I am a "member" of their loyal customer program, but they didn't know that until I checked out. The sales team worked together to sell, have some fun, make their customer feel important. It was pleasurable-no pressure, just plain fun. No wonder so many women were carrying shopping bags from this store around the mall. They clearly knew how to sell and have a good time doing it.
Next, I went to pick up my necklace at a nearby location in another shopping area. Much quieter yet the atmosphere was inviting. I looked at a few things, but the salesperson stuck too close to me. I felt "watched" and I began to feel some pressure -- so I bought the necklace and left.
Later during my stay in Naples, I visited the downtown location of this store. Not one salesperson acknowledged me although I believe they knew I was in the store. I felt invisible. I looked at a few things and considered trying on a couple jackets but I didn't. The desire to leave seemed more powerful than the desire to try on a few things. I obviously did not appear to be a worthwhile prospect.
Three stores. Same company. Three entirely different experiences.
Good service makes a huge difference when it comes to customer experience ... and a favorable customer experience makes or breaks a sale!